august, 2020

17aug10:20 AMCase History Zone 5: Readying Your Contact Center for Next Gen Technology: Moving from Disruption to Transformation10:20 AM Fab Facilitator: Jacob Britt, Senior Manager, Business Development, Aceyus
Paige Delk, Industry Consultant, Customer Data Analytics Expert

Event Details

With virtually all companies regardless of size, region or vertical actively involved in digital transformation, it means we all are painfully aware of the disruption large scale change can create. This is especially problematic within the contact center as it has the greatest impact on both Customer Experience (CX) and Employee Experience (EX). In fact, many companies already experience near-constant disruption trying to keep up with new trends.  Learn the ‘one’ thing all next-gen tech has in common and how your ability to understand it decides whether change remains disruptive or becomes transformative.

Key Take-Aways:

  • Insight into how the addition of new technology & channels has altered the velocity and direction of data
  • Guide to identifying where you are on the spectrum between disruption and transformation
  • Framework for re-establishing data integrity so you can measure both efficiency and effectiveness (extremely critical for CX)
  • Examples of ways you can prepare for change ‘right now’ without a ton of budget and that may even reduce the cost of your next-gen tech

Time

(Monday) 10:20 AM

Fab Facilitator

Jacob Britt, Senior Manager, Business Development, Aceyus

Speaker Link

Paige Delk, Industry Consultant, Customer Data Analytics Expert

Speaker Link

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